Why Does Everyone Think Virgin Are Rubbish ?

[chuzzlemonkey]

Hi Lorraine, i've read back through the thread and you haven't actually said what your exact problem is so i can't really tell you, in my eyes, why you're having provlems.

What is going wrong?

YOU have had a bad experience, and I'm sorry to hear it...but that doesn't mean that everyone is having the same experience!

Also...PART of the reason that VM are in the red is due to the fact that for the first few months they were giving out offers willy nilly to anybody who wanted to reduce their service costs...this had a huge impact and was solely there to put the customer first.

Quarterly i believe VM are clawing the profits back now, though.

Also...Telewest did have a good customer service, but since the change to VM i have seen nothing but improvement. NTL's customer service levels were lower than Telewest in the past..but that has gone now and VM has improved it all vastly...

So yes...tell us your actual problems (without the big rant)

[timebandit]

thought i might add my little piece ... many years ago Ninex ploughed up the roads and supplied cable to my area. i jumped onboard and since then cable and wirless , ntl and now vm took over the reigns. im on cable broadband, xl tv, and phone .
my comment is .. out of all the previous and current suppliers vm is the worst . In one week alone i had 2 cable modems replaced and a new set top box.The problem was in a junction box down the road . Today I recieved my bill, the sevice charge has gone up £25 with no notice Grrrr . After 20 mins on the phone getting passed to 4 diffrent reps this was sorted and I'm now back on the 3 for £30

All my problems have been sorted out fairly promtly but i just seem to have alot more of them nowdays . Im NOT slagging off vm . I'm just passing on my frustrating experiences. As for NTL's customer service being bad .... well i have to say i never had any need for them

hoggie .Enjoy the brew and hob - knobs

timebandit

[chuzzlemonkey]

Sorry to hear that...glad its sorted now...

Faults will happen, there's no way around it...what was their explanation for your bill increase? Type out a copy of this months service charges and i can tell you exactly what it was?

[Chrysalis]

Originally Posted by Haggis23

It's a dead issue if you ask me, the customer is (obviously) never going to like this charges but at the same time VM won't stop charging it...

Best case scenario for the customer is...at some point sombody takes VM to court and the court force VM to reduce the charge to whatever the exact charge is that they pay for the processing of payments, whatever that may be.

very true, I dont like it but do have to accept that companies now (not just VM) will like to charge more for non direct debit and they can choose to as they wish no matter how unfair it is.

[timebandit]

Thanks for the offer of help Haggis , The bill just says service charges £55.40
I was told it was an admin error and a refund will be in next bill.

[chuzzlemonkey]

Originally Posted by timebandit

Thanks for the offer of help Haggis , The bill just says service charges £55.40
I was told it was an admin error and a refund will be in next bill.

No problems! If your next bill comes in and its not as expected bring it to this thread and me and some of the VM's brainiest can have a look!

The only problem when they say 'ADMIN' sometimes means 'sorry, i dont know why its there.' But either way they are quite good at sortin these things so fingers crossed!

---------- Post added at 20:36 ---------- Previous post was at 20:33 ----------

Originally Posted by Chrysalis

very true, I dont like it but do have to accept that companies now (not just VM) will like to charge more for non direct debit and they can choose to as they wish no matter how unfair it is.

Agreed! Hopefully the charge will be reduced at somepoint, though! If it honestly seemed as though VM were just reclaiming costs then i don't believe that the customer's would mind as much...just charging £5 per month, a customer could upgrade their package for that much!

Its a shame really.

[lorraine1000]

Originally Posted by Haggis23

Hi Lorraine, i've read back through the thread and you haven't actually said what your exact problem is so i can't really tell you, in my eyes, why you're having provlems.

What is going wrong?

YOU have had a bad experience, and I'm sorry to hear it...but that doesn't mean that everyone is having the same experience!

Also...PART of the reason that VM are in the red is due to the fact that for the first few months they were giving out offers willy nilly to anybody who wanted to reduce their service costs...this had a huge impact and was solely there to put the customer first.

Quarterly i believe VM are clawing the profits back now, though.

Also...Telewest did have a good customer service, but since the change to VM i have seen nothing but improvement. NTL's customer service levels were lower than Telewest in the past..but that has gone now and VM has improved it all vastly...

So yes...tell us your actual problems (without the big rant)

Ok where do i start maybe the start, ok when i was on telewest i had no problem with speed i could run 5 to 6 computers and have no problems, now i cant even have 3 computers on and all hell breaks out as noone can even open a webpage. thats the start of it then time after time no internet at all but they was not bad with the speed they got it up and running most6 times within a day.

then the phone calls i made to tell them there is a problem, you get this silly person on the phone asking the most silly things, now come on if you got no online line staying on you no there is a problem and i get asked if i have spyware please. i tell them what i done and gone though and i am a tech myself and tell them this each and every time i call even if i called 1 hour before hand they still ask me the same thing over and over again.

i asked them so many times about the speed and all i get is everything is fine and yet my noise ratio is so bad that the people that work there should know there is a problem. then they send people out to check my things and i get told, well there is really nothing wrong your end its the network thats doing it and there is really nothing we can do everyone having the same problems because there is being no maintaince being done on the network there trying to save money, now this was not said to me by one person but a few.

then other things like when i call my calls are not logged, and when i having so many problem with my internet i sure they are meant to take so much off my bill but thats never happened. i was told this is done auto but its not.

Then the last lot that has really upset me is the problem on the internet from 18th June and its still on going in the enfield and london area and we still have not been given a fix date and well let me show you the update we get,

http://status-cable.virginmedia.com/...?ticket=734399

and calling makes it just worst as no one seems to know anything about it, untill they go up alot higher and then they come back to you and just say sorry we are working on this and we dont know a time that it will be fixed half the time there no internet and then there is some but so slow one computer has trouble opening a website page, sometimes it takes me around 20mins just to get to the status page to see if there any updates. as you can see on each of the updates on that page they are all the same and each one says a fix of 4 hours what are we meant to think here. with little or no help at all. If they have got this sort of problem that is taking so long to fix by now they should know what the problem is and give us a correct update on what the problem is and how long its going to take to fix. we have been told all sorts of things like the council took longer to dig up the road than what they wanted and that delayed the fix, and that it would be fully working by the 26th June and still to this date its still not and nothing else has been said on the problem and i was only told that as i got to talk to a level 2 tech, or i would not have known that.

and thats not all of it this is wrong.

Lorraine

Originally Posted by lorraine1000

Ok where do i start maybe the start, ok when i was on telewest i had no problem with speed i could run 5 to 6 computers and have no problems, now i cant even have 3 computers on and all hell breaks out as noone can even open a webpage. thats the start of it then time after time no internet at all but they was not bad with the speed they got it up and running most6 times within a day.

then the phone calls i made to tell them there is a problem, you get this silly person on the phone asking the most silly things, now come on if you got no online line staying on you no there is a problem and i get asked if i have spyware please. i tell them what i done and gone though and i am a tech myself and tell them this each and every time i call even if i called 1 hour before hand they still ask me the same thing over and over again.

i asked them so many times about the speed and all i get is everything is fine and yet my noise ratio is so bad that the people that work there should know there is a problem. then they send people out to check my things and i get told, well there is really nothing wrong your end its the network thats doing it and there is really nothing we can do everyone having the same problems because there is being no maintaince being done on the network there trying to save money, now this was not said to me by one person but a few.

then other things like when i call my calls are not logged, and when i having so many problem with my internet i sure they are meant to take so much off my bill but thats never happened. i was told this is done auto but its not.

Then the last lot that has really upset me is the problem on the internet from 18th June and its still on going in the enfield and london area and we still have not been given a fix date and well let me show you the update we get,

http://status-cable.virginmedia.com/...?ticket=734399

and calling makes it just worst as no one seems to know anything about it, untill they go up alot higher and then they come back to you and just say sorry we are working on this and we dont know a time that it will be fixed half the time there no internet and then there is some but so slow one computer has trouble opening a website page, sometimes it takes me around 20mins just to get to the status page to see if there any updates. as you can see on each of the updates on that page they are all the same and each one says a fix of 4 hours what are we meant to think here. with little or no help at all. If they have got this sort of problem that is taking so long to fix by now they should know what the problem is and give us a correct update on what the problem is and how long its going to take to fix. we have been told all sorts of things like the council took longer to dig up the road than what they wanted and that delayed the fix, and that it would be fully working by the 26th June and still to this date its still not and nothing else has been said on the problem and i was only told that as i got to talk to a level 2 tech, or i would not have known that.

and thats not all of it this is wrong.

Lorraine

You can PM a mod and they will send your detials and see if they can get this sorted for you, might not work

[Jelly Bean]

Virginmedia.Mmmmmmmmmm.

Ok now I am not complaining about there BB,I am pritty happy with it realy.I will complain about there customer service.I will complain on the amount of people I have to help get there BB back online due to VM customer care and help is crap.

Lets moan about the upgrade it is free?

You are so joking it is not free at all.We had price rises to cover this.We could have 3 for £30,yes this was good we saved £9-50.Anyone noticed this is now only a saving of £7-50?

Plus if you do not pay by direct debit but at a pay point or post office you pay £5 extra cost for this.But then this has risen to £6 per month.Then when you pay at the post office you also have to pay an extra £1-47 to the post office to pay the VM bill.

So all those on 2 meg do not get a free upgrade but hey you 2 megers you now have to pay extra on your bills to for us 4 megers and 10 megers to have our supposidly free upgrade.

Thankyou 2 megers for paying my bill.

But hey you must also remeber it is not always a VM fault why your BB is not working.

Do you keep your computer updated?Do you make sure your network card drivers are up to date?

You know that P2P software you have installed can cut off your internet connection once them freebie downloads give you an infection and untold errord?

I will say my BB speed has always been great I pay for 4 meg and usaly get 3947 speed.

However if the cable tv crashes,freezes once more that didgy box is out the window.

The the 3for£30 discount when down by a pound from £10.50 to £9.50, the DD charge isnt increasing there is no offical comms about this and the dd charge has always been there so its not got nothing to do with the upgrade.

Why do you have to complain with comments that simply arent true?

AND IT IS A FREE UPGRADE

£25 - 4MB
£25 - 10MB

Looks free to me

[BenMcr]

*SIGH*

Originally Posted by Jelly Bean

You are so joking it is not free at all.We had price rises to cover this.We could have 3 for £30,yes this was good we saved £9-50.Anyone noticed this is now only a saving of £7-50?

Everyones price changed on the 1st June. Because you were on an old discontinued bundle from the days of ntl, which was for £9.49, the price rise was £2, not £1 that the current bundles went up by. It has nothing to do with the BB L upgrade as everyone (whether on BB XL or BB M) has had a change.

Plus if you do not pay by direct debit but at a pay point or post office you pay £5 extra cost for this.

Yes, and this has been the same since it became Virgin Media

But then this has risen to £6 per month.

No it hasn't

Then when you pay at the post office you also have to pay an extra £1-47 to the post office to pay the VM bill.

Which has nothing to do with Virgin. That is a charge the Post Office make for you to pay it through them. Pay it at your own bank or through paypoint and there are no charges above what is on the bill

So all those on 2 meg do not get a free upgrade but hey you 2 megers you now have to pay extra on your bills to for us 4 megers and 10 megers to have our supposidly free upgrade.
Thankyou 2 megers for paying my bill.

Now you are just making things up, as by your logic, those customer on BB XL (or even those customers who don't have broadband, but have had a price change) are paying for your increase

[Jelly Bean]

Then Ben my notifications recived via post from VM are totaly untrue?

OMG VM lied to me again?

This was my sence of humour:

So all those on 2 meg do not get a free upgrade but hey you 2 megers you now have to pay extra on your bills to for us 4 megers and 10 megers to have our supposidly free upgrade.
Thankyou 2 megers for paying my bill.

Does any one reconise humour these days?

[chuzzlemonkey]

I'll be honest i didn't get the joke...

But i'll take a look into the £1 increase of the charge as there has literally been not a peep to VM staff regarding this.

Defenders of VM make me laugh. I used to be one but the company are all just a bunch of merchants now

[chuzzlemonkey]

Have checked correspondence....only £1 increase letter i can find was the standard increase on 01/06/08.